Company Info
ipNX Nigeria Limited is one of Nigeria’s fastest-growing Information and Communications Technology companies, serving a multitude of needs across enterprises, small businesses and residents with innovative, world-class services.
Title: Billing Support Officer
Location: Lagos
Job Grade: Contract
Reporting to: Team Lead – Billing Support Unit
Job Function
- Handle all Retail Billing Calls, Tickets and Mails
Purpose of the Job (Brief)
- The Billing Support Officer deals with customers complaints via telephone and emails.
- They are required to handle a variety of functions, including end to end resolution of Billing issues.
- Officers make an important contribution to customer satisfaction by providing a prompt, efficient and courteous service to callers.
- Written in outcome language, this is not a listing of tasks but a grouping of tasks to determine outcomes required from the tasks.
Key Activities
- Ensure Customer satisfaction at every contact via Phone on all Billing issues/Enquiries
- Ensure Customer satisfaction
- Excellent Listening, questioning and communication skills
- Adhere to the telephone etiquette Billing Support Supervisor Billing Support Officer
- Informs customers by explaining procedures; answering questions; providing information and feedback
- Ensure prompt response to in-bound calls
- Must be clear, direct and not vague in their communication with customers
- Manage large amounts of inbound and/or outbound calls in a timely manner
- Meet personal/team qualitative and quantitative call targets.
- Customer Engagement
- Follow communication scripts when handling different Billing topics
- Identify customer’ needs, clarify information and provide solutions and/or alternatives
- OTRS Tickets
- Ensure prompt and accurate response to tickets
- Customer Retention Rate
- Provide excellent customer service in such a way that we can retain the customers
- Must be the voice of the Customer
- Maintain a high completed Call rate
- Ensure that the Call abandonment rate is very less than 10%
- Maintain a call completion rate of 90%
- Ensure that in-bound calls are picked before the third ring
- Escalations
- Must promptly escalate issues that they cannot handle to their supervisor
- Must avoid keeping the customer waiting on a call Identify and escalate priority issues observed
Educational Qualifications & Functional Skills
- Candidates should possess an HND / B.Sc in any discipline
- Must have at least 6 Months experience in a contact center
- Customer Relations, Sales, Marketing, Human Relations (Any other Human Related) work
Other Requirements:
- Customer Focus
- Tech savvy
- Action orientation
- Drive results
- Cultivate Innovation
- Ability to optimize work processes
- Resilience
- Self-Development
- Ability to set priorities and manage time effectively
- Nimble Learning
- Good oral and written communication
- Team player
- Computer literacy
- Familiarity with CRM systems and practices
- Telephone Etiquette
- Strong phone, verbal and writing communication skills along with active listening
- Knowledge of Microsoft office. (Excel, PowerPoint, Word, etc.)
Salary
N130,000 / Month.
Deadline: 19th April, 2023
How to Apply: Interested and qualified candidates should Click Here to apply online